Customer Support Representative
2 weeks ago
ABOUT NAYA
Naya ) builds modular, ergonomic keyboards and accessories. We obsess over engineering, firmware, and the small details that make daily workflows better. We're hiring a Customer Support & Technical Specialist who brings the same care to every customer interaction—supporting both general enquiries and technical troubleshooting.
THE ROLE
You'll be the first point of contact via email, socials or Discord. You'll resolve issues end-to-end—from order questions to technical support (e.g., connectivity, firmware, key remapping, etc.)—while staying calm under pressure and keeping a professional, positive tone.
KEY RESPONSIBILITIES
Handle customer queries within agreed SLAs: clear, fast, human
Provide technical support on keyboards/modules
Own cases from intake to resolution; coordinate with internal teams and colleagues
Spot patterns and trending issues; raise tickets and propose root-cause fixes
Keep templates, FAQs, and help-centre content accurate and up to date
Build deep product/systems expertise; advocate for the customer in every decision
Capture feedback to improve self-serve and reduce contact rates
Participate in team meetings
TOOLS WE USE (EXPERIENCE IS A PLUS)
Gorgias, Shopify, ShipBob, EasyShip
WHAT YOU BRING
1+ year in B2C e-commerce customer support (or similar high-volume CS role)
Comfort with technical troubleshooting (hardware/software basics; confident explaining steps clearly)
Exceptional written communication and sound judgment
Strong attention to detail (you notice small issues and fix them)
Calm under pressure, professional and positive
Ownership mindset and reliable follow-through
Analytical, organised, and collaborative
WORKING HOURS & LOCATION
30–40 hours per week, Monday–Friday
Strong preference for candidates based in Europe (to ensure overlap with our CET-based team)
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